FAQ Frequently asked questions

Using GreenWay chargers

Is parking free?

Almost all our chargers are located in public, free parking lots. In case the parking is paid, you can find information about it in the station description on the Driver Zone.

What is required to use the GreenWay network?

To use the charging service of the GreenWay network, you must register. During registration you must provide your payment card details in the Visa or MasterCard system, from which we will collect payments for services.

How to start charging?

You can use one of the following methods to start charging:

Log in to the Driver Zone, search for the correct location, choose the right connector and connecting to the charger, start charging by selecting the “Start charging” button (option available for clients with full and one-time registration).

Use your RFID card to start charging and follow the instructions on the charger (only available for clients with full registration).

How do I finish charging?

To finish charging:

On the Driver Zone, in the window about the charging status, select the “Finish charging” button. Then disconnect the cable from the car (option available for clients with full and one-time registration).

Attach the RFID card to the charger reader and press the “Finish charging” button. After this you can disconnect the cable from the car (the option is only available for clients with full registration).

How can I stop charging in an emergency?

In emergency situations, you will stop charging immediately by pushing the red emergency button located under the display screen of each charger. However, remember – use it only in health or life threatening situations! It is not to be used to stop the charging process.

Where and how can I find information about GreenWay chargers?

Current information on functioning chargers and the availability of chargers and individual links can be found on the Driver Zone.

What time are chargers available in the GreenWay network?

The vast majority of chargers are available 24 hours a day and 7 days a week. A detailed description of the availability of each charger can be found on the map and in the Driver Zone. Stations that are not available at a given time are marked in yellow in the Driver Zone.

Personal data

Storing and using your data

Your personal data that administrate has been voluntarily provided to us during the registration process. We will securely store and use your data for the purpose of carrying out the charging service on our chargers, including the charging process itself, handling your requests and the billing process. We will also use your data for internal analyses aimed at better adapting our offer to clients, including for customer segmentation. We guarantee that your personal data used for these analyses will remain only our internal information and will not be transferred outside of our company. Your data will not be processed automatically in the sense of the GDPR, including the form of profiling. If you have agreed to receive the newsletter or other promotional materials, we will additionally use your data (name, surname, email address) for marketing purposes related only to our offer. Your personal data will be kept for the duration of the service and for the aging of claims related to it or until your consent is withdrawn.

Forwarding your data

In our company, we use secure IT systems that are managed by entities from the Voltia Group, to which we belong, and in particular by GreenWay Infrastructure s.r.o. based in Dohňany, Slovakia. It means that your data may be transferred to these entities, but they will not be processed and used to the extent that it goes beyond the consents granted to us, and will not be transferred to third parties.

View and manage your data

Your personal data is available on the Customer Portal at https://client.greenwaypolska.pl/.You can view this data and make corrections here. At any time, you can also ask us for insight, change, deletion of data, limiting their processing, you can also object to the way we process data by writing to the email address bok@greenwaypolska.pl or using the application form on the website www.greenwaypolska.pl. Remember that you have the right to file a complaint to the supervisory body if you believe that the processing of your personal data violates generally applicable laws.

Registration in the GreenWay network

How can I register?

To register in our network, fill in the registration form in the Client Zone. During registration you will be asked for your personal details and vehicle data. For verification purposes, you will provide your payment or credit card details in the Visa or MasterCard system, which will allow us to collect fees.

Can I use the charger only once (without registration)?

To use the charger once you have to undergo a one-time, simplified registration procedure that allows you to collect payment for the service. In the registration form, select the one-time registration option. Then you will receive one-time access to the Driver Zone and you can start charging. Payment will be automatically charged from the payment or credit card provided during the one-time registration.

I live permanently abroad. Can I register?

Yes. The GreenWay network can be used by anyone who passes the registration process. There are no restrictions as to the address of residence or citizenship. We also send RFID cards abroad.

Can I register for a company?

Yes. On the registration form select the option “Company or a person running a business”. If the company has at least five electric cars, before registering, please contact our Customer Service Office (tel. +48 58 325 10 17) or email us (bok@greenwaypolska.pl).

Can I register without entering my car registration number?

Yes. If you cannot provide the car registration number, enter “no” in the “Registration number” field. The data can be updated or changed at the Client Zone at any time. However, having the vehicle details helps us provide better service.

I have several electric cars. How can I register to get several cards?

If you need several cards for different cars, select the “Add driver” option in the “Driver and vehicle details” tab. If you have at least five electric cars, please contact the Customer Service Office (+48 58 325 10 17) or email us (bok@greenwaypolska.pl) before registering.

How can I change or correct my registration details?

The data provided during registration can be updated or changed at the Customer Zone at any time.

My car model is not among the options in the registration form, how can I register?

If your model is not on the list in the forms, select the “Other” option and fill in the field according to your car.

Using a RFID card

What should I do if the charger does not identify my card?

Use the Driver Zone to start charging. In case of any irregularities, you can always contact our 24/7 technical support by calling +48 58 325 10 77.

What is the RFID card for and how much does it cost to issue it?

The RFID card is used to start and stop charging. It is not a payment card. The issuance and dispatch of the first RFID card is free. We charge PLN 25.00 to issue another or duplicate card in the event of loss or destruction.

How are RFID cards sent and when will I get it?

We send RFID cards via priority mail within 3 business days of registering. Delivery of the parcel may take a few days, longer if you live abroad. Delivering a card abroad may take up to two weeks from registration.

What should I do if I have not received the card for a long time after registration?

In this situation, we can send the card again. Then contact the Customer Service Office (tel. +48 58 325 10 17) or email us (bok@greenwaypolska.pl).

What can I do if I lost / destroyed my GreenWay card?

Remember to take care of your card, as it costs PLN 25 to issue a duplicate. However, if you have lost your card, please contact the Customer Service Office (tel. +48 58 325 10 17) or email us (bok@greenwaypolska.pl).

Can I start charging without a card?

Yes. Charging can also be started using the Driver Zone. To do this log in to the Driver Zone, search for the correct location, choose the right connector and after connecting to the charger, start charging by selecting the “Start charging” button.

Using the Driver and Client Zone

How to change the pricing plan?

How can I log in to the Driver Zone and Customer Zone?

Select right zone in top menu on the website. As a login, use the e-mail address and password that you set yourself during registration. The access data is the same for the Driver Zone and the Client Zone.

What should I do if I do not remember the password for the Driver Zone and the Client Zone?

After entering the Driver Zone or the Client Zone, select the “I forgot my password” option. After entering your e-mail address, you will receive a message within a few minutes that will allow you to create a new password.

What do the colors on the map in the Driver Zone mean?

Green means free, available cable or charger. Blue means that the cable or the entire station is busy. Damaged stations are marked in red. Gray stations means that we have no communication with that station and so are uncertain of the status. Yellow means that the location in which the charger is located is closed.

Prices and billing for services

How to change the pricing plan?

Can I switch between different plans if, for example, I plan a longer trip? When can I change the plan? What will the consequences be?

A change from the Energia Standard subscription plan to Energia Plus or Energia Max is possible at any time. The new plan is effective from the next day. The condition for changing the plan is to make a subscription fee in advance for the period from the next day in a given month until the end of a given month. The fee is calculated in proportion to the number of days of the subscription plan in a given month. In the case of using the Energy Plus or Energy Max plan, the subscription change is possible from the first day of the next month, however the condition is to use the Energy Plus or Energy Max plan for at least one full month. This solution is very beneficial, for example during the holiday season, when we travel more often. When we use the Energy Standard plan, we can change the plan for Energia Plus or Energy Max on the day before the planned trip and enjoy reduced charges for 1 kWh by the end of the next month.

Will I get an invoice for services?

Yes. The invoice is issued in electronic form and sent to the e-mail address associated with your account once a month. The invoice includes settlement of all charging sessions for the given month. In the future, the invoice will be issued after each charging session. Registered customers have access to the Client Zone, where all invoices and details of each charging session are located.

Are my payment card details secure?

The data is stored by our billing partner, tPay, which uses highest standard of security to limit any risk associated with the use of card data. GreenWay does not have access to card details.

How do you pay for the charging?

Charging can only be paid for with a payment or credit card, which is entered during registration. Payment is automatically charged from the card after issuing the invoice. Currently, the invoice is issued once a month, including all sessions made during a given calendar month. In the future, the settlement will take place after each charging session.

Will it be profitable for me to change the subscription plan?

It depends on the amount of energy consumed per month. For those who use our network, the Energia Standard plan is occasionally the optimal solution. For customers charging from 50 to 200 kWh per month, the optimal plan is Energia Plus – in this plan the average price may fall to 1.79 PLN / kWh. Those who use more often should go to the Energy Max plan, which provides the lowest fees with a large amount of energy consumed per month – with 400 kWh of energy consumed per month, the average payment is only 1.54 PLN / kWh. An additional benefit is a longer time of a free standstill at the charger and lower or no fees for additional services (eg for launching a charging session remotely by the operator).

What are my benefits if I change the subscription plan?

Changing the plan may mean a reduction in service fees. It all depends on the amount of energy consumed monthly. For those who use our network, the Energia Standard plan is occasionally the optimal solution. For customers charging from 50 to 200 kWh per month, the optimal plan is Energia Plus – in this plan the average price may fall to 1.79 PLN / kWh. Those who use more often should go to the Energy Max plan, which provides the lowest fees with a large amount of energy consumed per month – with 400 kWh of energy consumed per month, the average payment is only 1.54 PLN / kWh. An additional benefit is a longer time of a free standstill at the charger and lower or no fees for additional services (eg for launching a charging session remotely by the operator).

When will the new subscription plan apply, when will I change it?

If you use the Energy Standard plan, changing the subscription to Energia Plus or Energy Max will be effective from the next day. If you switch from the Energia Plus or Energy Max plan to another plan, it will be effective from the first day of the month. The condition, however, is to use the Energia Plus or Energia Max subscription plan for at least one full month. This means that if we change the subscription plan for Energia Plus or Energia Max during the current month, the next change will be effective from the first day of the next month following the current month. Example: On January 2, we change the plan for Energia Max. The Energy Max Plan is effective from January 3. On January 30, we’re commencing a plan change to Energia Plus. The Energy Plus plan is effective from March 1.

Are there any fees for changing of the subscription plan?

There is no fee for changing the subscription plan. However, it should be remembered that subscription fees in Energia Plus and Energia Max plans are calculated in advance. Thus, the condition for changing the plan from Energia Standard to Energia Plus or Energy Max is to pay the subscription fee for the current month. The fee will be charged in proportion to the number of days in the month in which the subscription will apply. The fee will be charged from the payment card registered on the Customer’s account.

How is the value of the service calculated?

The final price of the charging service is the sum of the charge for the energy used during charging and the eventual charge for charging time after a specified time limit. In the case of DC charging, this limit is 45 minutes, and for AC charging it is 180 minutes.

What is the price of charging at GreenWay stations?

For GreenWay Polska registered customers, charging with a direct current (DC) rate of 1 kWh of energy during charging in Energia Standrad subscription plan is PLN 1.89 plus PLN 0.40 per minute of charging after 45 minutes. In the case of alternating current (AC) charging, the fee in this plan is PLN 1.19 per 1 kWh plus PLN 0.40 per minute of charging after 180 minutes.
These fees can be reduced by changing the subscription plan to Energia Plus or Energia Max. See price list for details.

Why are subscription plans?

The purpose of subscription plans is to reduce the charging costs of the GreenWay network for customers who often use our services. Thanks to this, it is possible to lower the fees even below the price offered so far.

Roaming services

What is roaming and how does it work?

Roaming allows you to use the chargers of partner networks abroad without having to register in networks operating in other countries. If you are a registered customer, thanks to our roaming partnerships and with our RFID card, you can travel freely throughout Europe. See where you can roam.

What are the roaming prices and how are they billed?

Roaming prices for all customers are as follows:

DC 50 kW charging – PLN 2.70 / min

DC 22 kW charging – PLN 1.1 / min

AC 43 kW charging – PLN 2.70 / min

AC charging 11-22 kW – PLN 1.10 / min

AC charging <11 kW AC – PLN 0.30 / min

Fees for using our partners’ roaming services will be included in your monthly invoice. Payment will be taken from the card provided during registration.

Technical questions

What charging standards can be found at GreenWay stations?

All our chargers are equipped with two DC charging cables: CHAdeMO, CCS (Combo) and one for alternating current (AC) Type 2. GreenWay partner stations usually allow you to recharge with alternating current (AC) through Type 2. To use these, you usually need to have your own cable.

What is the charging power at GreenWay stations?

On most of our stations, the maximum charging power is CHAdeMO and CCS (Combo) up to 50 kW DC charging and up to 42 kW AC charging. GreenWay partner stations usually allow AC charging up to 22 kW.

What determines the maximum charging power at GreenWay stations?

The maximum charging power depends on many factors. These are: limitations resulting from the car’s technical capabilities, battery charge (the higher it is, the lower the charging power), the ambient temperature (in case of negative temperatures the charging power is lower) and charging several cars simultaneously on one charger.

Is it possible to charge several cars at the same time?

You can charge several cars simultaneously at all our stations . However, their number depends on the manufacturer of the charger. In the case of Efacec chargers, only one DC car (CHAdeMO or CCS) and one AC can charge at a time. In the case of Delta chargers, three cars can be charged simultaneously (2xDC and 1xAC).

Does the ambient temperature affect the charging speed and power?

Yes, lower temperatures reduce the charging speed & power.

What should I do if my plug does not match any cable in a GreenWay chargers? Is it possible to buy an adapter?

If the plug does not fit any of the connector types, you can use a special adapter. The most common is the Type 1 adapter to Type 2. You can buy them on the open market or ask your car manufacturer for one.

How long does it take to charge the car on GreenWay chargers?

Typically, recharging up to 80% of the battery capacity of a car such as the Nissan Leaf DC with a power of up to 50 kW takes up to 30 minutes. However, in reality the charging time depends on many factors and it is difficult to clearly determine the time needed to complete it. These factors include, first of all, the selected type of charging (DC or alternating AC), battery capacity, state of charge, ambient temperature and whether another car is charging at the same time.

Why does the charging power drop while charging my car?

The charging power decreases as the battery charge increases. When charging more than 80% of the battery capacity, the decrease of the pace and charging power is very rapid. The charging power will also decrease when another car is connected to the charger during the charging process.

Can I control the state of charge of my car?

Yes. Information about the charging time and the energy transferred is displayed on the charger screen. Remotely, you can follow the progress of charging from the Driver Zone after starting the charge using this tool.

Will the charger disconnect itself when the car is charged?

No, the charger will not disconnect by itself. You have to finish charging using the RFID card or using the Driver Zone. Only then can you safely disconnect the cable from the car’s socket. There is no risk of disconnecting the car too late from the charger – the battery will not be overcharged because the battery management system is watching over it. However, if you leave the car connected to the charger for a long time, you can be billed an additional charge for minutes, calculated after 45 minutes for DC charging and 180 minutes for AC charging.

Can I charge my car during rain / snow and during a storm?

Yes, charging is possible even in unfavorable weather conditions, because our chargers are equipped with a protection system against external factors.

Customer service

What hours does the Customer Service Office work and how can I contact him?

The technical hotline is open 24 hours a day, 7 days a week. The Customer Service Office is available on business days from Monday to Friday from 9:00 – 17:00. You can call (+48 58 325 10 17), write an email to bok@greenwaypolska.pl or fill out the contact form on the website.

What to do when charging does not work or I cannot start the charger?

All damages, breakdowns or problems occurring during charging can be reported by phone (+48 58 325 10 77), by e-mail (bok@greenwaypolska.pl) or by filling out the contact form on the website.

What should I do if the parking space next to the charger is occupied by a non-electric vehicle?

In these situations, you can call the police or the municipal police. Our parking spaces are marked with the D-18a sign to indicate that it is reserved for electric cars during charging. According to the regulations in force, this is a sufficient sign that the relevant services will react and even issue a mandate.

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I hereby grant my consent for the processing and use of my personal data by GreenWay Polska Limited company with its registered office in Gdynia to the extent necessary for the realisation of demand submitted in above form.

On the basis of art. 13 section 1 and 2 of General Data Protection Regulation from 27 April 2016 (hereinafter GPDR) we inform that: (1) Controller of Your personal data is GreenWay Polska Limited company with its registered office in Gdynia, Al. Zwycięstwa 96/98, 81-451 Gdynia (hereinafter Company); (2) Your personal data shall be processed in order to provide a reply or to take an action regarding the submitted demand according to art. 6 section 1 point a) GPDR; (3) Submitted personal data may be transmitted to entities belonging to Voltia Group in particular to GreenWay Infrastructure s.r.o. with its registered office in Dohňany in Slovakia; (4) Your personal data shall be stored until withdraw of consent or to final realisation of submitted demand; (5) You are entitled to access to Your personal data and have the right to rectification, erasure, restriction of processing, data portability, right to object, right to withdraw consent at anytime without affecting the lawfulness of processing based on consent before its withdrawal; (6) You are entitled to lodge a complaint with a supervisory authority in the event that You find that processing of Your personal data breached generally applicable provisions; (7) Submission of Your personal data is freely given.